General Guidelines

  • The first row of the CSV must have requester field names (Name, Email, etc.)
  • For requesters whose email address exists in the service desk already, the current information will be overwritten by the CSV data

Attribute-Specific Guidelines

Mandatory Fields

One of the following combinations is mandatory:

  • Email
  • First Name and Work Phone
  • First Name and Mobile Phone

In addition to the above combinations, all attributes which are marked as "Required when submitting the form" for agents in Requester/Contact Fields will be considered mandatory while importing as well.

Reporting Manager

If the reporting manager specified does not already exist, they would be created as a requester/contact with the email address provided. All other fields (including mandatory fields) for the newly created reporting manager will be set to NULL, and must be manually updated once the import process is completed.


If the department/company specified does not already exist, and no mandatory fields exist for department/company, it would be created with the name provided. If any mandatory fields exist, the department/company would not be created, and the requester would be created without any associated department/company.

Location and Dropdown Fields

The values provided for location and dropdown fields should only be one of the choices available for that particular field in the service desk.

Checkbox Fields

A checkbox field only accepts 'true' or 'false'.

Email Fields

The email address should be in the format ''.

URL Fields

The URL should be in the format ''.

Date Fields

Dates should be in the format YYYY-MM-DD.

Time Zone

List of Time Zones supported in Freshservice